Customer Support Specialist

Embrace Software Inc.; United States; Remote; USD 45,000 - 75,000; Full time

Job summary

An innovative company is seeking a Customer Support Specialist to enhance user experiences with their cutting-edge SaaS platform. In this role, you'll engage with customers, troubleshoot technical issues, and provide training to ensure successful onboarding. With a focus on collaboration and continuous improvement, you'll work closely with internal teams to advocate for customers and drive satisfaction. This dynamic environment offers competitive compensation, comprehensive training, and opportunities for professional growth. If you're a detail-oriented problem solver with a passion for customer service, this is the perfect opportunity for you.

Benefits

Health Insurance

Flexible Working Hours

Remote Work Options

Career Advancement Opportunities

Comprehensive Training Programs

Qualifications

• 1-5 years of experience in customer support at a SaaS company.
• Tech-savvy with a deep understanding of SaaS tools.

Responsibilities

• Serve as the first point of contact for customers via phone and email.
• Assist with onboarding new customers through training sessions.
• Monitor customer interactions to improve overall user experience.

Skills

Customer Support

Problem-Solving

Communication Skills

SaaS Tools Knowledge

Technical Troubleshooting

Education

Bachelor's Degree

Tools

CRM Software

Web Conferencing Tools

Job description

Embrace Software, headquartered in Tampa, USA, is one of the fastest-growing software acquirers in the world. We focus on building niche software businesses that deliver mission-critical solutions across industries (Industrial, Healthcare, Fintech and Edtech).

Why Join Embrace:

Rapid Growth: Our team has expanded to over 300 members in just 4 years.

Financial Strength: We’ve secured $130M in capital.

Acquisitions: With 13 successful acquisitions to date, we’re operating in hyper-scale mode.

Fortune 500 Impact: We serve 16% of Fortune 500 companies.

Proven Leadership: Our CEO/Founder has a track record of creating over $2B in value through his ventures (prior ventures include being a founding member and Chief Strategist at Valsoft, as well as an early lead investor and Board member at VitalHub (TSX: VHI))

Join us as we lay the groundwork for exponential growth over the next 5 years. If you thrive in a fast-paced environment and share our vision, we’d love to have you on board!

Job Description

This is a remote position.

Embrace Industrial Group serves some of the largest manufacturers in the world, including the Top 8 of 10 Chemical, Top 3 of 10 Automotive, and Top 3 of 5 Oil and Gas companies, as well as leading Heavy Machinery and Food manufacturers.

TESSALink, a dynamic SaaS solution within the Embrace Industrial Group portfolio, specializes in equipment safety compliance for industries such as Industrial Equipment, Utilities, and Oil and Gas. Our platform empowers organizations to streamline safety checks, inspections, audits, and investigations in real-time, ensuring compliance anywhere, anytime. TESSALink also provides equipment distributors and service providers with the tools to issue digital safety certificates, offering a comprehensive solution that reduces costs while enhancing safety and compliance.

As we continue to grow rapidly, we are looking for a Customer Support Specialist to deliver an exceptional customer experience and help users achieve success with our product. If you’re a detail-oriented, tech-savvy problem solver who enjoys guiding customers with precision and care, we’d love to hear from you!

Key Responsibilities:

Serve as the first point of contact for customers, engaging with them via phone, email, and Teams to ensure prompt, accurate, and helpful responses.

Use active listening skills and keen attention to detail to provide an outstanding customer experience while troubleshooting technical issues and addressing inquiries.

Assist with onboarding new customers by conducting training sessions, live webinars, and recorded video tutorials to enhance their understanding of the platform.

Develop and maintain knowledge base articles, user documentation, FAQs, and instructional videos to help clients navigate and maximize their use of the product.

Monitor customer interactions and support tickets to identify recurring trends, proactively addressing pain points and improving the overall user experience.

Advocate for customers by gathering feedback and collaborating with internal teams, including product development and engineering, to drive continuous improvements.

Collaborate with sales and customer success teams to enhance the adoption and retention of our platform, ensuring long-term customer satisfaction.

Requirements

1-5 years of experience in a similar role at a SaaS company, with a proven track record of providing high-quality customer support.

Tech-savvy with a deep understanding of SaaS tools and modern applications, including experience with troubleshooting mobile, web, and desktop software issues.

Excellent verbal and written communication skills, capable of breaking down complex topics into clear, concise language that users can easily understand.

Strong problem-solving skills, a detail-oriented mindset, and analytical thinking to diagnose and resolve customer issues efficiently.

Self-motivated and able to work independently in a fast-paced, unstructured environment while maintaining a proactive approach to problem resolution.

Ability to learn quickly, grasp new concepts, and become an expert in the product.

A helpful, energetic, ambitious, and positive mindset with a passion for delivering exceptional customer experiences.

• Competitive salary commensurate with experience.
  
• Comprehensive training and mentorship programs to enhance your skills and knowledge.
  
• Opportunity for career advancement and professional development.
  
• Dynamic and collaborative work environment that fosters creativity and innovation.
  
• Health insurance and other benefits package.
  
• Flexible working hours and remote work options.